Shep Hyken

Shep Hykenis a speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset. For more information go to www.hyken.com.

Small Business News, Advice & Blog
- Shep Hyken

Marketing used to be a message that got customers “in the door.” But it has evolved into more. What once was a marketing message is now a marketing experience that keeps customers coming back.
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Business is all about relationships. Your customer relationships may fall on various levels, but at a minimum, customers should be able to count on you. They have chosen to spend money on your products or services, so to keep
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To be effective, customer service must go all the way to the top. It’s something I’ve been saying for a long time, and it’s catching on. In many companies, there is now a seat at the boardroom table for the Chief Customer Off
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Even while on vacation with my family, I can’t help but take note of the customer service – or lack thereof. One resort employee denied a simple request using one of my least favorite phrases: I’m sorry, it’s our rule.
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There are some companies that are recognized for their customer service. It’s their focus, they have built their brands around it, and they’re good at it. You could say they “stay in their lane.”
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Two words that can drive me crazy are “company policy.” Policies are often used as unbendable rules that are not conducive to customer service and creating a customer-focused company atmosphere. Let me share a story with you.
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I've always felt that no matter how capable technology is on delivering an amazing customer experience, there is no substitute for the in-person. However, as technology keeps advancing, the gap is closing.
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One bad customer service experience can erode even a faithful customer’s confidence in a company. This is why we should always be on the lookout for opportunities to be a customer service hero.
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Whether you work in the C-Suite or the Mail Room, you can be a leader in customer service and a role model for those around you. Here's some thoughts on how to expand the focus to include everyone in the organization.
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Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Here's why you should have a combination of technical training and the human touch.
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One of the best ways to get more bang out of your online marketing buck is to create an integrated strategy for all your online outreach. This will best leverage social media and email marketing to make a positive impact.